FREQUENTLY ASKED QUESTIONS (FAQ)

 

1. ABOUT OUR PRODUCTS

Q: What is My Elya?
A: My Elya offers a 4-in-1 makeup pen designed for easy and convenient beauty applications. Our products are high-quality, cruelty-free, and designed for women who love efficiency without compromising on style.

Q: Are your products cruelty-free?
A: Yes! We are committed to providing cruelty-free makeup. None of our products are tested on animals.

Q: Are the ingredients safe for sensitive skin?
A: Yes, our products are dermatologically tested and suitable for most skin types, including sensitive skin. However, if you have known allergies, please check the ingredient list before use.

2. ORDERING & PAYMENT

Q: What payment methods do you accept?
A: We accept the following payment methods:

  • Credit/Debit Cards (Visa, Mastercard, American Express)

  • PayPal

  • Apple Pay

  • Google Pay

Q: Can I modify or cancel my order after placing it?
A: Orders are processed quickly, so changes or cancellations may not be possible. Please contact us at my-elya@infos.com as soon as possible, and we will do our best to accommodate your request.

Q: Is my payment secure?
A: Absolutely! All payments are processed securely via Shopify Payments, ensuring encryption and fraud protection.

3. SHIPPING & DELIVERY

Q: Where do you ship to?
A: We ship worldwide! Delivery times vary depending on the destination.

Q: How long does shipping take?
A:

  • UK: 2-5 business days

  • Europe: 5-10 business days

  • Rest of the world: 7-15 business days

Q: How much does shipping cost?
A: Shipping costs depend on your location and are calculated at checkout. Free shipping may be available for orders over a certain amount.

Q: How can I track my order?
A: Once your order has been shipped, you will receive an email with a tracking number and a link to track your package.

Q: What if my package is lost or delayed?
A: If your order is delayed beyond the estimated delivery time, please contact us at my-elya@infos.com, and we will assist you in tracking your package.

4. RETURNS & REFUNDS

Q: Can I return a product?
A: Yes! You have 14 days from the date of receipt to return your item. The product must be unused, in its original packaging, and accompanied by proof of purchase.

Q: Who covers the return shipping cost?
A: The customer is responsible for return shipping costs unless the item is defective or incorrect.

Q: How long does it take to receive a refund?
A: Refunds are processed within 5-10 business days after we receive your returned item.

Q: What if my product is defective or damaged?
A: If you receive a defective or damaged item, please contact us immediately at my-elya@infos.com with photos of the issue, and we will arrange a replacement or refund.

5. OTHER QUESTIONS

Q: Do you offer discounts or promotions?
A: Yes! We frequently run promotions and offer exclusive discounts to our email subscribers. Sign up for our newsletter to stay updated!

Q: How can I contact customer support?
A: You can reach us via email at my-elya@infos.com. We typically respond within 24-48 hours.